|A stakeholder is any party that has a direct or indirect interest in the maintenance program.
maintenance team is a sub-set of the stakeholders who are directly
involved in the responsible stewardship of the maintenance program in
the organization’s best interest.
Team Size and Composition
The size and composition of the maintenance team will vary dramatically depending on the following factors:
Generally speaking, the age of the
building only plays a very small role in determining the size and
composition of the maintenance team.
- The Size of the Building – number of suites and gross floor area
- The Type of Building – high-rise, low-rise, townhouse or mixed use
- The Existence of any Specialty Assets – such as recreation amenities or commercial kitchen
Choice of Resourcing Model - Whether the organization uses the
owner/operator model for resourcing, a hybrid model or outsourcing
- The Organizations' Maturity Level -
The maintenance team will consist of some or all of the following stakeholders/parties:
- Property Manager
– The person of firm charged with operating a building for a fee, where
the owner is unable to personally attend to these services. The
property manager will usually be involved in the following: Procure
quotations for services; Prepare agendas for Board meetings, Annual
General Meetings and Special General Meetings; Take minutes of
meetings; Assist the Board in preparing the annual operating budget;
Administration of accounts payable and accounts receivable.
- Building Custodian -
- An individual or company engaged to carry out services on the assets,
such as maintenance and repair activities required by the maintenance
plan or associated with a renewal or rehabilitation project.
- Consultants – Subject matter experts who are engaged periodically to
give professional and expert advice regarding the assets, but not as an
employee of the organization.
- The Residents
– The occupant of the building play a crucial role in the overall
maintenance program. In an earlier topic we illustrated how care of the
assets falls in large part to the residents who must be careful not to
inadvertently damage an assets in and around their suites.
- Insurance Providers
- These are the organizations that are underwriting the risks on the
different assets (fire, flood, etc) and they have expectations that the
organization will meet its duty of care to avoid and mitigate certain
types of insurable losses.
- Warranty Providers
- These are external organizations that have expectations that the
organization will not misuse and abuse the asset, which could void
- Industry Associations –
These are organizations that publish guides on how to perform
maintenance and provide community outreach and empowerment services.
- Subject matter experts who are engaged periodically to give
professional and expert advice regarding the assets, but not as an
employee of the organization.
- Regulatory Authorities
- These are external agencies that set standards for the safe
operations in/around assets and the performance of assets, such as the
Workers Compensation Board and the Elevating Devices Safety Branch.
- Accounts Payable – The organization’s accounting staff that pay the bills for maintenance services and equipment purchases.
- Neighbouring Properties
– Other properties in the neighbourhood, particularly those that are
immediatley adjacent, can be adversely affected by any changes in the
appearance of the property and any insurable losses such as fires.
– Companies that sell equipment (such as ladder) and spares (such as
fan filters) to the organization have an interest in the effective
performance of their products.
- Board of Directors
– The leadership team plays a critical role is setting maintenance
policy, maintenance standards and ensuring commitment to the
maintenance goals and objectives.
- Guests and Invitees
– Any persons who enter onto the premises as invitees of staff or
guests of any residents. Under the Occupiers Liability Act, the
organization owes a duty of care to all these people while they are on
- Other Staff
– Any and all staff of the organization that either enter onto the
premises or who are involved in the operations of the property.
Building the Team
There are two primary routes that the organization can take when building its maintenance team:
Many organizations follow some form of hybrid model that includes both insourcing and outsourcing of certain services.
- Insourcing - this involves recruitment, training, etc.
- Outsourcing - this involves contracting with 3rd parties.
Managing the Team
below are some of the business practices that are used to assist in
administration and management of the maintenance team.
is important for the organization to periodically engage with its
different stakeholder to ensure that their requirements are being met.
Clearly defined roles, responsibilities and authorities are required for a functional maintenance team